Poor Customer Service - Cape Union Mart Online Store

Good day, On Thursday I purchased a jacket from the Cape Union Mart online store. I authenticated the payment and the amount of R2099 was deducted from my FNB account however there was a technical error on the website and I received no confirmation of my order. I then called in from 9am on Friday morning and reported what I encountered to Ruth who told me they often have this issue and by 12am it should be resolved and she would provide me with feedback. Nobody contacted me. I also wrote emails which nobody was assisting me with. Each time I asked to speak to a manager they were in a meeting available. The staff then takes a message and promises me a manager will get back to me and nothing happens.

This morning I also tried calling in again with the same results. I got fed up and contacted the Liberty Midlands Mall branch for some assistance where I often shop. The guy from there contacted a person he knows at head office and suddenly they have confirmed they received the funds. However they said they can't process my order due to the technical issue on their side and they will do a refund and i must place the order again.

They asked for my details which I responded with however still nobody contacted me with any information on how long this process would be. I then contacted the head office again and a guy said refunds are only processed on a Tuesday and Friday and I would have to wait 7 to 14 days to get my refund.

This is completely and totally unacceptable as I have placed the order and had no issues on my side. I have sent through the proof of payment on Friday and still they did not reach out to assist me. I cannot be waiting 7 to 14 days for a refund when this is not my issue and my item I wish to purchase may be sold out. I required the item as a gift and needed it within the week of which is the service I usually get from the store.

This experience has been the worst and they have the most terrible staff members with the worst uncaring attitude towards customers. I have spent so much of my airtime and work hours contacting them and not a single staff representative has called me with any solution or any help.

I am totally disappointed and dissatisfied with the fact that a brand like Cape Union Mart can have this lack of care to their loyal customers. This is no way my issue and is their website and technical issues however i have to now face the consequences. In the past 3 weeks i have spent over R6000 at Cape Union Mart and am shocked that they do not value their customers. I would like to be compensated for my time, airtime and inconvenience.